Megan Thompson

• Phone: +1 647 555 0101
• Email: megan.thompson@email.com
• Location: Toronto, Canada
• LinkedIn: megan.thompson.operator

Summary

Six years of dedicated experience managing high-volume call traffic and providing exemplary answering services for diverse clientele. Proficient in operating multi-line telephone systems, handling emergency dispatch protocols, and maintaining strict confidentiality standards.

Adept at triaging calls, directing inquiries efficiently, and ensuring seamless communication flow within fast-paced environments, contributing to enhanced operational efficiency and client satisfaction.

Experience

Hospital Switchboard Operator, Toronto General Hospital -- Toronto, Canada

Mar 2020 – present

• Managed an average of 400+ incoming and outgoing calls daily for a major urban hospital, directing them to appropriate departments and personnel.

• Utilized overhead paging systems for urgent announcements and code calls, ensuring rapid response times during critical incidents.

• Maintained accurate patient and staff directories, updating information regularly to facilitate efficient communication.

• Provided compassionate and clear communication to callers during stressful situations, effectively de-escalating concerns and providing accurate information.

Answering Service Agent, Maple Leaf Answering Services -- Toronto, Canada

Sept 2017 – Feb 2020

• Handled inbound calls for over 50 diverse businesses, including medical offices, legal firms, and service providers, customizing responses based on client protocols.

• Accurately took messages, scheduled appointments, and relayed urgent information to clients via email, text, and direct call.

• Implemented new call logging software, improving message accuracy by 15% and reducing client callback times.

• Provided 24/7 emergency response services for several clients, adhering to strict escalation procedures and ensuring critical information delivery.

Education

George Brown College, Diploma in Office Administration - General -- Toronto, Canada

Sept 2015 – June 2017

Skills

Switchboard Operations: Multi-line Phone Systems, Call Transfer, Call Forwarding, Hold & Retrieve, Intercom Systems, Overhead Paging, Voicemail Management

Answering Service Expertise: Message Taking & Relay, Appointment Scheduling, Emergency Dispatch, Call Triage, Customer Account Management, Client Protocol Adherence

Communication & Interpersonal: Active Listening, Clear Articulation, Professional Etiquette, Conflict Resolution, Empathy, Confidentiality, Written Communication

Technical Proficiency: MS Office Suite (Word, Outlook), CRM Software, Call Logging Software, Database Management, Basic Troubleshooting